Product Support Engineer

Remote job description is the mobile standard and the trusted source for the digital economy. Our vision is to be the first Unified Data AI company that combines consumer and market data to provide insights powered by artificial intelligence. We passionately serve enterprise clients to create winning digital experiences for their customers.

We care deeply about our high-performance culture and operate as a global team. We have set excellence as our standard, hold each other accountable, continuously push innovation and win with style.

We are a remote-first company and we trust our people to get it done from the location that works for them.
  • NOTE: This role requires working in a rotational shift **
What can you tell your friends when they ask you what you do?

I am helping build a world-class customer support organization. We want to take Customer Support to a whole new level where we don't just solve cases but deliver an industry-leading Customer Experience to our Customers. I represent the voice of our internal as well as external customers. I work as part of a globally distributed team and am the go-to expert for both users and team members.

You will be responsible for and take pride in...
  • Become an expert on the product offering, you will know the edge cases, all the tricks, and how to get the most out of our products/applications
  • Good technical background with hands-on experience in APIs and Snowflake queries
  • Maintaining scripts to collect data through APIs and web crawlers. Provide support for 100+ existing scripts, update API versions, and improve reliability and efficiency of the data collection process
  • Investigate and fix reported bugs by working closely with Engineering/Maintenance teams
  • Obsessed with solving customer problems
  • Prepare documentation and FAQs based on key learnings, closed cases, and product specifications
  • Work as part of the Global Customer Support team to ensure that SLAs are met and continually improved upon
  • Collaborate with other Global Customer Support team members as well as members from cross-functional teams - including Engineering and Product Management to address complex issues
  • Communicate and provide regular updates to Customers on the status of their cases
  • Work with team leadership to identify patterns in incoming cases and help improve product design and quality
You should recognize yourself in the following...
  • 3+ years of experience in a technical support role for the SasS company
  • Degree in Computer Science, Data Analytics, Communications, or other technical/engineering fields
  • Working knowledge of programming languages like Python
  • Working knowledge of REST APIs, SQL, and big data queries
  • Ability to learn fast and quickly diagnose potential issues.
  • Extreme attention to detail to distinguish between user error and product malfunction
  • Passionate for delivering outstanding customer experience - responsiveness, expectation setting, escalation management
  • Ability to collaborate cross-functionally on a global scale across cultures, customs & geographies
  • Good verbal and written communication skills
Bonus Points:
  • Mobile data and market analytics experience will be a big plus
  • High attention to detail and proven ability to manage multiple competing priorities simultaneously
  • Experience in using software systems such as Jira, Kibana, Salesforce, and SendGrid
Yes, I want this job!

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Company name:
Remote job title: Product Support Engineer
Job tags: data collection, kibana, mobile

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